Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Selecting a knowledge base for BMC Helix Business Workflows

As an administrator, you can select a knowledge base for BMC Helix Business Workflows. By default, BMC Helix Business Workflows Knowledge Management is selected as the knowledge base for BMC Helix Business Workflows. You can set BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows.

Warning

When you set BMC Helix Knowledge Management by ComAround as the knowledge base, you cannot switch back to BMC Helix Business Workflows Knowledge Management.

Related topics

BMC Helix Knowledge Management by ComAround

Before you begin

After you subscribe to BMC Helix Knowledge Management by ComAround, BMC Software sets up the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For more information, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider.

Before you set BMC Helix Knowledge Management by ComAround as the knowledge base, complete the following configurations:

Task

Action

Reference

1

(Optional) If you use custom knowledge templates in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management, and you want to migrate knowledge articles that use these custom templates, map custom templates and fields in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround.

The out-of-the-box knowledge templates and fields are fully mapped from BMC Helix Business Workflows and BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround.

2

(Optional) If you want to include knowledge articles from BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround, synchronize the existing knowledge articles with BMC Helix Knowledge Management by ComAround.

Important

  • This is a unidirectional sync from BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround only. 
  • By default, cancelled and retired knowledge articles from your BMC application are not synchronized with BMC Helix Knowledge Management by ComAround. To modify the default query, see the To modify the query to synchronize knowledge articles and previously failed articles section in Performing the optional tasks for knowledge base synchronization.
  • To run a synchronization job for synchronizing BMC Helix Business Workflows articles, the administrator must have the case business analyst role.

3

Map the knowledge article visibility from BMC Helix Business Workflows with BMC Helix Knowledge Management by ComAround.

To select a knowledge base for BMC Helix Business Workflows

  1. As an administrator, log in to BMC Helix Business Workflows.
  2. Click Settings Settings icon.png.
  3. Select Application Configuration > Common Configurations.
  4. Select the company for which you want to set the knowledge base.
  5. Click KNOWLEDGE_SOURCE.
  6. In Configuration Value, select one of the following options:
    • BWF – Set BMC Helix Business Workflows Knowledge Management as the knowledge base. This is the default value.
    • HKM – Set BMC Helix Knowledge Management by ComAround as the knowledge base.
  7. Click Save.
Warning

When you set BMC Helix Knowledge Management by ComAround as the knowledge base,

  • You cannot switch back to BMC Helix Business Workflows Knowledge Management.
  • The Knowledge Management option no longer appears in the Settings menu for existing customers. To learn about the changes that existing customers can see in their knowledge management after enabling BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows, see the short video in Leveraging-knowledge-from-BMC-Helix-Knowledge-Management-by-ComAround.


 

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